FNSICGEN301B: Communicate in the Workplace

FNSICGEN301B: Communicate in the workplace

Description

This unit covers the fundamental communication skills needed to work in any sector of the finance industry. It includes the skills needed for interacting with customers, internal and external, and for giving, receiving and recording information.

Employability Skills

This unit contains employability skills.

Application Of Unit

This unit is applied to gaining information, interpreting the information and communicating information to others in the workplace using effective and appropriate methods. In this unit 'customer' is used in the widest sense, that is, to cover both internal and external customers seen as persons inside or outside the organisation for whom you are providing a service or product.

Unit Sector

Industry Capability- Generic

Performance criteria

Element / Performance criteria
1. / Use a range of techniques to gain workplace information / 1.1 / Instructions are followed and, where necessary, questions are asked to clarify what is required
1.2 / Information is accessed from record systems and used according to instructions
1.3 / Organisational procedures and policies related to workplace information are understood and implemented appropriately
1.4 / Information is acquired and used appropriately for its purpose
1.5 / Information is received orally using effective telephone techniques where necessary
1.6 / Clarification is sought from appropriate personnel, as required
2. / Communicate information to others using a range of techniques / 2.1 / Clear speech and language appropriate to the audience are used when communicating information
2.2 / Information is accurately conveyed
2.3 / Understanding of information is confirmed
2.4 / Contributions are made to team discussions and informal meetings
2.5 / Routine correspondence is prepared following industry and organisation standards
2.6 / Numbers are used to carry out calculations as required
3. / Interact with others to achieve workplace outcomes / 3.1 / Effective verbal and non-verbal communication techniques are used to convey messages and information
3.2 / Communication with people from diverse backgrounds is based on respect and sensitivity
3.3 / Own role in achieving workplace outcome is defined
3.4 / Cooperation and negotiation skills are used to fulfil workplace requirements and solve problems
3.5 / Constructive contributions are made to group decision making processes
4. / Record workplace information as required / 4.1 / Workplace forms and documents are completed, either manually or electronically, in a clear, concise and easy to read format
4.2 / Workplace records are kept up-to-date

Skills and Knowledge

Required skills:
Skills requirements include:

basic listening and questioning techniques
telephone techniques
speaking clearly and directly
use of basic software
interpersonal skills
negotiation skills
calculation skills

Required knowledge:
Knowledge requirements include:

knowledge of company policies and procedures in regard to customer service, communications, correspondence, recording of information and messages, administration
knowledge of effective communication techniques
knowledge of types of correspondence used in the workplace

Range statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below.
Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Instructions may be: /

given orally or in writing
tasks to be completed
policies and procedures to be followed

Record systems may be: /

work unit or centralised
active or archived
paper based or electronic

Organisational policies and procedures may be: /

mission statements
induction manuals
procedures manuals
policy statements
customer service statements
memorandums
occupational health and safety manuals
general workplace documents
complaint and grievance procedures
franchise agreements
operating manuals
company codes of practice

Information may be: /

oral communication
formal or information messages
customer details
queries
written communication
tables and charts, such as budgets, accounts
diagrams, pie charts, graphs
performance charts
sales charts

Appropriate personnel may be: /

managers or supervisors
peer support officers
senior colleagues
other personnel with special expertise as appropriate

Routine correspondence may be: /

memos, letters, notes, records

Communication techniques may include: /

face to face
written communications such as emails, memos, written messages, letters, notices
technology based including telephone, fax and computer
verbal
non-verbal

Diverse backgrounds may include: /

culture
language
race
religion
ethnic origin
socio-economic status
age, sex

Forms and documents may be: /

memoranda
letters
incident forms
brief reports
applications forms
complaints forms

Evidence guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment / To achieve competency in this unit, a person must be able to demonstrate:

completion of a range of communications tasks demonstrating effective techniques and accurate receival and transmission of workplace information

Evidence required for demonstration of consistent performance: /

Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/relationship to other units: /

This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Method of assessment: /

For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment: /

This unit may be assessed at work, in a simulated work environment or a combination of these.

Resources required for assessment: /

Assessment of this unit of competence requires access to workplace documents, policies and procedures, computers and other office equipment.